Growth Hacking Customer Retention

1. Growth Hacking Singapore 31st March2015 Brought to you by: In collaboration with

2. “Flipping the success rate of Asian startups from 1/10 to 9/10”

4. Agenda 7:00pm – 7.30pmIntroduction to Growth Hacking 7.30pm – 8.15pm Guest Speaker:  Andy Yeo, Enterprise Solutions Consultant at Hootsuite 8.15pm – 9.30pm Q&A with the Hootsuite team 9.30pm End of the event

5. GROWTH HACKING?

7. THERE ARE NO SILVER BULLETS!

8. SO WHAT IS IT?

9. It’s about Building a Growth Engine It’s not about TACTICS It’s about PROCESSES Growth = Sum (1 + 2 + 3 + …)

10. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize RESULT: GROWTH ENGINE

11. Don’t make Viddy’s mistake • Viddy is a social video application that enables its users to capture, edit, and share videos, photos, and collages with friends.

12. Sole Focus on User Acquisition

13. No Activation – No Growth

14. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize

15. The Growth Hacking Funnel Optimize Optimize Optimize Optimize Optimize

16. CUSTOMER RETENTION

17. Why Customer Retention? “80% of a business’ future revenue comes from just 20% of existing customers.”

18. Why Customer Retention? It costs 7 times more to ACQUIRE one new customer than it does to RETAIN one

19. Reinventing The Funnel – The Hourglass Model Acquisition Activation Retention Referral

20. Conversion Rate Optimization – Customer Flow Step 1: Look at your Data (The HOW) (Bingo Card Creator)

21. Reinventing The Funnel – The Hourglass Model

22. Why do customers leave? • Product • Price • Message/Communication • Customer experience

23. Why do customers leave? • Product • Price • Message/Communication • Customer experience

24. CUSTOMER RETENTION STRATEGIES • Email Marketing • Community • Push Notifications • Peer Pokes • Gamification

25. EMAIL MARKETING I: Lifecycle Emails

26. Email Marketing – Lifecycle Emails Activation Email

27. Email Marketing – Lifecycle Emails Getting Started Email

28. Email Marketing – Lifecycle Emails Nudge Email

29. Email Marketing – Lifecycle Emails Free Trial Ending Email

30. Email Marketing – Lifecycle Emails Free Trial Ending Email

31. Email Marketing – Lifecycle Emails Re-activation Email

32. Email Marketing – Lifecycle Emails Tools – Drip https://www.getdrip.com/

33. Email Marketing – Lifecycle Emails Tools – Customer.io http://customer.io/

34. EMAIL MARKETING II: Event Based Notifications

35. Email Marketing – Event Based Notification

36. Email Marketing – Event Based Notification

37. EMAIL MARKETING III: Daily and Weekly Digest Emails

38. Email Marketing – Digest Emails

39. Email Marketing – Digest Emails

40. COMMUNITY

41. Community

42. PUSH NOTIFICATIONS

43. Push Notifications

44. Push Notifications

45. “PEER POKES” Users remind their friends to come back

46. Peer Pokes

47. GAMIFICATION

48. Gamification - Achievement

49. Gamification - Countdown

50. Gamification – Reward